A N A L I S I S P E N G A R U H K U A L I TA S S I S T E M , T I N G K AT KEPERCAYAAN, KUALITAS LAYANAN, DAN RELATIONSHIP MARKETING TERHADAP KEPUASAN PENUMPANG TIKET ONLINE DI STASIUN SEMARANG PONCOL (Studi Pada Aplikasi Access By KAI)

ANGGYTHA, LINDA HANDAYANI (2025) A N A L I S I S P E N G A R U H K U A L I TA S S I S T E M , T I N G K AT KEPERCAYAAN, KUALITAS LAYANAN, DAN RELATIONSHIP MARKETING TERHADAP KEPUASAN PENUMPANG TIKET ONLINE DI STASIUN SEMARANG PONCOL (Studi Pada Aplikasi Access By KAI). SKRIPSI.

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Abstract

The purpose of this study is to analyze the influence of system quality, level of trust, service quality, and relationship marketing on passenger satisfaction. In this study, the objects taken were all passengers who purchased tickets online through the Access By KAI application. In this study, the population was all passengers who purchased tickets online through the Access By KAI application. The sample in this study was 100 respondents. The data analysis technique is multiple linear regression technique and with SPSS 26.0 statistical tools based on the results of the research and data analysis, the regression equation is produced: Y= -1,701 + 0,284��� + 0,263��� + 0,104��� + 0,336��� + µ The results of the multiple linear regression equation show that there is a positive and significant influence between system quality on passenger satisfaction (t count of 3.354> t table of 1.98498), the level of trust in passenger satisfaction (t count 2.524> t table 1.98498), service quality on passenger satisfaction (t count 2.965> t table 1.98498), and relationship marketing on passenger satisfaction (t count 4.781> t table 1.98498) the influence of the four research variables is very strong with a coefficient of determination value obtained of 62.1% on passenger satisfaction, and (100%-62.1%) = 37.9% influenced by other variables outside this study. Keywords: System Quality, Trust Level, Service Quality, Relationship Marketing, Passenger Satisfaction

Item Type: Article
Additional Information: 212204015
Subjects: Transportasi
Divisions: Program Studi > S1-Transportasi
Depositing User: AMNI Perpustakaan Semarang
Date Deposited: 10 Jun 2025 03:16
Last Modified: 10 Jun 2025 03:16
URI: http://repository.unimar-amni.ac.id/id/eprint/6560

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